The Customer Experience Odyssey

In this episode of Valtech Café, we explore how PFA Pension is rethinking digital care journeys, combining automation, data and experience design to reduce friction, accelerate access to treatment and improve outcomes for customers when they need it most.

In this episode of Valtech Café, Denny Pezic (Global Vertical Lead, Mobility) and Norman Palmhof (SVP Growth, Mobility) join us live from MOVE London to explore how the automotive industry can move past legacy silos and deliver truly seamless customer journeys. From AI, data and integration challenges to the rise of new mobility players, they unpack why customer experience has become the real driver of transformation.

In this episode of Valtech Café, Tizzy Philp is joined by Nils Wollny, CEO of Holoride, to explore how the car is becoming an intelligent, immersive and monetizable experience platform. As part of a collaborative effort, Valtech and Holoride have developed the AI Audio Travel Assistant — a context-aware, voice-first solution that delivers personalized, hands-free interactions for drivers and passengers. It’s a powerful combination of geospatial intelligence, dynamic data and seamless service integration. From redefining the boundaries of in-car engagement to unlocking new D2C opportunities for OEMs, this conversation dives into the future of connected mobility — and what it takes to get there.

In this episode, Stephanie Proseilo, Director of Brand & Customer Experience at Fountain Tire, joins Valtech’s Gabriel Laliberté to unpack how her team transformed their B2B experience without waiting for a full ERP rollout.

What does it really take to become a connected manufacturer? In this 30 minute podcast, Aja Bridgeman from DS Smith shares how the FTSE 100 packaging giant transformed its digital strategy — connecting data, teams, and technology across more than 30 countries. From siloed operations and duplicated tech to a unified vision and measurable business impact, Aja walks us through the moments that mattered. Together with Mike Maxwell, they explore what it means to deliver a seamless customer experience, how to shift mindsets across a global organization, and why experimentation, governance, and ruthless prioritisation were key to driving sustainable change.

Navigating digital transformation in an industry like manufacturing can be daunting. Crafting a digital strategy and roadmap requires expert guidance. What if you could get it from industry peers who are already succeeding? For the third consecutive year, we have conducted a comprehensive survey among global manufacturing leaders, delving into the present conditions and future ramifications of B2B digital transformation within the industry. In this 37-minute podcast, Javier Rodriguez, Senior Vice President and Head of B2B Ecommerce Digital Strategy and Transformation at ABB will discuss the findings from this survey, now available as a comprehensive report. He will be joined by Valtech's industry leaders Herbert Pesch and Mascha Tamarinof, leading the conversation alongside our data expert and VP of Commercial Strategy and Excellence, Carsten Pingel. Discover the driving force behind digital transformation in B2B, from the major obstacles faced by industry giants to the crucial role of digital commerce and customer portals in the success of your industry peers.

Today's podcast focuses on "Beyond Mobility," Valtech's concept exploring how technological innovations are transforming the automotive industry. Join us as we delve into the impact of electric and autonomous vehicles, connectivity, and data integration. Gain insights on the latest trends in mobility as Denny Pezic, Valtech Global Vertical Lead of Mobility & Automotive, sits down with Nissan Head of Global Digital Product and Implementation Viv Yuen and Valtech Strategist Nick Richardson to discuss the role of generative AI and digital transformation. For more in-depth information, visit Valtech's website and explore our work on connected mobility.

In today's competitive landscape, a brand isn't just a logo; it's a dynamic force that, when nurtured, not only propels business growth but also safeguards against adversity. And while an increasing number of brands embark on their own transformative journeys, a pivotal question lingers: does brand transformation arise from a position of strength or weakness? In today's 37-minute podcast, Rosie Kropp, VP Global Head of Brand Marketing at Ericsson, discusses the power of business transformation for any organization. In a world of enduring brands and disruptive newcomers, we debunk the mysteries and provide insights into how brands can transform themselves to remain relevant and stand out. From championing creativity to crafting a holistic approach, discover the importance of the “why” behind every transformation journey and how to avoid "putting lipstick on a gorilla." Listen now.

Envision a future where patients effortlessly access detailed electronic health records, using AI for precise diagnoses and personalized treatment plans—no need for physical visits. Seem impossible? Not for the experts in Field Engagement at Novartis. They employ strategic foresight, a process that transforms current facts into plausible, thought-provoking and logical future scenarios. Foresight practices involve creative thinking about potential futures and systematically analyzing patterns influencing change, integrating data and findings. Join us for an enlightening conversation with Ywan Karlen, Global Director of Future Engagement Model/ Field Engagement at Novartis, a pioneering life science pharmaceutical company committed to reimagining medicine to improve and extend people’s lives. Ywan and his team navigate the challenges and opportunities that the future pharma field force, the customers they serve and patients may face, ensuring Novartis remains at the forefront of innovation. In this episode, we explore the impact of design thinking, the practicality of translating insights into actionable strategies and identifying emerging industry trends with significant future potential. From integrating internal, customer and patient feedback for a comprehensive understanding of future scenarios, to envisioning a technology-light future, we delve into these topics and more. Tune in now.

Creativity is often viewed as a key driver of innovation and success in businesses. However, it is often also an underutilized asset. While creative thinking has the potential to revolutionize industries, solve complex problems and improve customer experiences, many organizations struggle to tap into it effectively. There are multiple reasons behind this paradox, ranging from a lack of understanding creativity's commercial impact to rigid structures that prioritize predictability over novelty. While discussions on creativity have become increasingly common, the pivotal question of how more brands can acknowledge its significance continues to be paramount. In today's 25-minute episode, we’re joined by Ylva Lindberg, Managing Director of Valtech Radon to explore the exciting opportunity for brands to infuse creativity into every aspect of their customer experience. We'll discuss why this creative approach isn't as prevalent as it should be and why companies can no longer afford to treat it as an afterthought. Buckle up as we embark on a four-step quest to understand, embrace and harness the full power of creativity in the business world.